i. While you are at the data source window Click on New worksheet at the status bar of Tableau Window.
ii. A new window will open with Sheet #, Rename it... Eg: Scatterplot.
iii. Drag and Drop First Contact Resolution Rate Form Measures to Columns.
iv. Drag and Drop Time to Close Days from Measures to Rows.
v. By Default, the chart type will be selected to Automatic, Change it to Circle.
vi. Drag and drop Agent Name to Detail
vii. Drag Agent Name again and drop to Label this time.
viii. Drag and drop Ticket ID to Size and change measure to Count Distinct.
ix. Create TTC_Goal Parameter
a. Click down Arrow Next to Dimensions
b. Click Parameters
c. In a Create Parameter Dialog box Provide Name Avg_TTC_Goal
d. Change the Data Type to Integer
e. Provide Current value 0
f. Select Allowable values as Range
g. Check Minimum and change value to 0 if it is not already changed.
h. Check Maximum and change value to 20
i. Check Step Size and change value to 1
j. OK
k. Right Click Avg_TTC_Goal parameter and select Show Parameter Control.
Visual Steps ix (a-k)
x. Create Avg_FCRR_Goal Parameter
a. Click down Arrow Next to Dimensions
b. Click Parameters
c. In a Create Parameter Dialog box Provide Name Avg_FCRR_Goal
d. Leave the Data Type as Float
e. Leave the Current value 1 for the moment.
f. Select Allowable values as Range
g. Check Minimum and change value to 0 if it is not already changed.
h. Check Maximum and change value to 1
i. Check Step Size and change value to .05
j. Change the Current Value to 0.4
k. Click OK
l. Right click Avg_ FCRR_Goal parameter and Select Show Parameter Control.
Visual Steps x (a-l)
xi. Create Calculated Field to add 4 dynamic quadrants in the chart.
a. Click on Analysis and then Click Calculated Field
b. Rename it to Quadrants.
c. Copy and Paste the Code below for Quadrants logic:
IF AVG([Time To Close Days])<=
[Avg_TTC_Goal] and AVG([First Contact Resolution Rate]) <= [Avg_FCRR_Goal]
THEN 'Below Avg_TTC, Below Avg_FCRR'
ELSEIF AVG([Time To Close Days])> [Avg_TTC_Goal]
and AVG([First Contact Resolution Rate]) <=[Avg_FCRR_Goal] THEN 'Above
Avg_TTC, Below Avg_FCRR'
ELSEIF AVG([Time To Close Days])<= [Avg_TTC_Goal]
and AVG([First Contact Resolution Rate]) > [Avg_FCRR_Goal] THEN 'Below
Avg_TTC, Above Avg_FCRR'
ELSEIF AVG([Time To Close Days])> [Avg_TTC_Goal]
and AVG([First Contact Resolution Rate]) > [Avg_FCRR_Goal] THEN 'Above Avg_TTC, Above Avg_FCRR'
END
xii. Drag and Drop the recently created calculated field (Quadrants) to the Color
xiii. Right Click on the Y-axis and select add Reference Line.
a. Click on Drop down arrow for Value
b. Select Avg_TTC_Goal Parameter
xiv. Right click on the X-axis and Select Add reference line.
a. Click on Drop down arrow for Value
b. Select Avg_FCRR_Goal Parameter
Visual Steps xiii-xiv
xvii. Edit the Color for the Quadrants as Follows:
a. Above Avg_TTC, Below Avg_FCRR = Red
b. Above Avg_TTC, Above Avg_FCRR = Yellow
c. Below Avg_TTC, Above Avg_FCRR= Green
d. Below Avg_TTC, Below Avg_FCRR= Yellow
xviii. Click on Count Ticket ID and Click on Size, then Increase the bubble to the desired size.
Visual Steps xvii & Xviii
Steps to create a Scatter Plot with Dynamic Reference line (Target/ Goal) 13
i. While you are at the data source window Click on New worksheet at the status bar of Tableau Window.
ii. A new window will open with Sheet #, Rename it... Eg: Scatterplot.
iii. Drag and Drop First Contact Resolution Rate Form Measures to Columns.
iv. Drag and Drop Time to Close Days from Measures to Rows.
v. By Default, the chart type will be selected to Automatic, Change it to Circle.
vi. Drag and drop Agent Name to Detail
vii. Drag Agent Name again and drop to Label this time.
viii. Drag and drop Ticket ID to Size and change measure to Count Distinct.
ix. Create TTC_Goal Parameter
a. Click down Arrow Next to Dimensions
b. Click Parameters
c. In a Create Parameter Dialog box Provide Name Avg_TTC_Goal
d. Change the Data Type to Integer
e. Provide Current value 0
f. Select Allowable values as Range
g. Check Minimum and change value to 0 if it is not already changed.
h. Check Maximum and change value to 20
i. Check Step Size and change value to 1
j. OK
k. Right Click Avg_TTC_Goal parameter and select Show Parameter Control.
Visual Steps ix (a-k)
x. Create Avg_FCRR_Goal Parameter
a. Click down Arrow Next to Dimensions
b. Click Parameters
c. In a Create Parameter Dialog box Provide Name Avg_FCRR_Goal
d. Leave the Data Type as Float
e. Leave the Current value 1 for the moment.
f. Select Allowable values as Range
g. Check Minimum and change value to 0 if it is not already changed.
h. Check Maximum and change value to 1
i. Check Step Size and change value to .05
j. Change the Current Value to 0.4
k. Click OK
l. Right click Avg_ FCRR_Goal parameter and Select Show Parameter Control.
Visual Steps x (a-l)
xi. Create Calculated Field to add 4 dynamic quadrants in the chart.
a. Click on Analysis and then Click Calculated Field
b. Rename it to Quadrants.
c. Copy and Paste the Code below for Quadrants logic:
IF AVG([Time To Close Days])<=
[Avg_TTC_Goal] and AVG([First Contact Resolution Rate]) <= [Avg_FCRR_Goal]
THEN 'Below Avg_TTC, Below Avg_FCRR'
ELSEIF AVG([Time To Close Days])> [Avg_TTC_Goal]
and AVG([First Contact Resolution Rate]) <=[Avg_FCRR_Goal] THEN 'Above
Avg_TTC, Below Avg_FCRR'
ELSEIF AVG([Time To Close Days])<= [Avg_TTC_Goal]
and AVG([First Contact Resolution Rate]) > [Avg_FCRR_Goal] THEN 'Below
Avg_TTC, Above Avg_FCRR'
ELSEIF AVG([Time To Close Days])> [Avg_TTC_Goal]
and AVG([First Contact Resolution Rate]) > [Avg_FCRR_Goal] THEN 'Above Avg_TTC, Above Avg_FCRR'
END
xii. Drag and Drop the recently created calculated field (Quadrants) to the Color
xiii. Right Click on the Y-axis and select add Reference Line.
a. Click on Drop down arrow for Value
b. Select Avg_TTC_Goal Parameter
xiv. Right click on the X-axis and Select Add reference line.
a. Click on Drop down arrow for Value
b. Select Avg_FCRR_Goal Parameter
Visual Steps xiii-xiv
xvii. Edit the Color for the Quadrants as Follows:
a. Above Avg_TTC, Below Avg_FCRR = Red
b. Above Avg_TTC, Above Avg_FCRR = Yellow
c. Below Avg_TTC, Above Avg_FCRR= Green
d. Below Avg_TTC, Below Avg_FCRR= Yellow
xviii. Click on Count Ticket ID and Click on Size, then Increase the bubble to the desired size.
Visual Steps xvii & Xviii